Finding the right credit card processor for your pharmacy
Safeguarding your pharmacy’s trust CONTINUOUS
An important tool for your diabetic patients
FEATURE | Swiping Smartly
Finding the right credit card processor for your pharmacy
NEWS | Open-Ended Questions
Improve the accuracy of patients’ medication lists
TRENDS | Vaccination Conversations
Engage your patients and staff in a talk about vaccines they need
RETAIL | Your Pharmacy Lighting
Enhance functionality and improve customer experience
SOLUTIONS | Medication Abandonment
How to calm your patients’ worries
SPOTLIGHT | Continuous Glucose
Monitoring (CGM)
An important tool for your diabetic patients
MONEY | Growing Your Pharmacy in ‘25
How to thrive through the turbulence
OUTLOOK | Data Privacy
Safeguarding your pharmacy’s trust
The business magazine for independent pharmacy
VOLUME 14, ISSUE 3
SEPTEMBER 2025
PUBLISHER & EDITORIAL DIRECTOR
Matthew Shamet
EDITOR Gina Klein
GRAPHIC DESIGNER
Logan Whetzal
CONTRIBUTING WRITER
Cecilia Vigliaturo
INTERESTED IN ADVERTISING?
elements@pbahealth.com
ON THE WEB
Mental Health in Your Pharmacy
There’s been a noticeable increase in awareness surrounding mental health in today’s world. It influences all aspects of our lives, which is why we can’t ignore it. In fact, heightened awareness of mental health has grown into various domains, including the healthcare profession.
Competing Against Online Pharmacies
If you want to implement new technologies and offerings in order to compete with online pharmacies, staying up to date in today’s digital world is vital. But knowing that many of your customers are looking for convenience rather than low prices means it’s time for your pharmacy to step it up to keep them from wandering into the online abyss.
Proper Cash Flow Management
Believe it or not, pharmacy closures happen due to a lack of cash flow, not profit. You won’t have money to pay your employees, purchase inventory, or stay in business if there isn’t enough money to go around. Avoid the worries of money altogether by taking the proper steps to manage and improve it.
Follow Elements magazine for pharmacy business tips and advice, news announcements, industry information, and exclusive offers.
NEWS
OPEN-ENDED QUESTIONS
Improve the accuracy of patients’ medication lists
No matter how many times you explain the medication instructions to your patients, you will always wonder if they listened or retained any of the important information.
When you know what medications your patients are taking, it’s a good idea to secure an accurate list in their medical record. In fact, it’s an important step in preventing medication errors and adverse drug events. But without knowing what a patient is taking, or having been given an out-of-date list of medications, you run the risk of prescribing a new medication that may interact with something the patient is taking, or worse.
If you want to create accurate patient medication lists, openended questions are crucial. You can do this by encouraging your patients to provide detailed and comprehensive information about their medications. Don’t just ask them if they are taking medications. Instead, use questions like, “Tell me about your medicines you’re currently taking,” or “What medications do you take for your high blood pressure?” This will prompt patients to elaborate, thus revealing potentially overlooked details like over-the-counter drugs, supplements, or even medications prescribed by other doctors.
Prompting your patients to discuss their medications can uncover medications that aren’t in their electronic health record, such as over-the-counter drugs, herbal remedies, or medications other healthcare providers prescribed. Discrepancies can also be identified. In other words, electronic medical records may not tell doctors what drugs their patients are actually taking. This can lead to a very risky situation for adverse drug events.
It’s also important that you understand patient concerns. Ask questions such as “What health concerns do you have?” or “What are you most worried about regarding your health?” These can reveal underlying anxieties, fears, or misconceptions about the medications they were prescribed.
Next, assess their adherence by asking, “How is this medication working for you?” or “Are you experiencing
any side effects?” Open-ended questions will help identify these misconceptions and allow you to provide accurate information and address any concerns.
Patient medication interviews promote better communication and adherence. Here’s how:
• By incorporating open-ended questions into your practice, you can foster a more conversational and collaborative interaction between you and your patient.
• Allowing patients to share their experiences and perspectives and answering open-ended questions to enable them can take an active role in their health care.
• Building trust by listening to your patients’ concerns will foster a stronger patient-pharmacist relationship.
Here are some more examples of open-ended questions you can use in your pharmacy:
• What medications have you been prescribed to manage your [condition]?
• What medications are you currently taking for your [specific condition]?
• Can you tell me about the medicines you are currently taking?
• Are there any other medications, including over-thecounter drugs or supplements, that you take regularly?
• How do you take your medications (e.g. orally, topically, by injection)?
• How are these medications working for you?
• What side effects have you experienced?
• What did your doctor tell you about this medication?
• What would you like to know about this medication?
When you incorporate open-ended questions into the medication reconciliation process, healthcare providers can create more accurate and complete medication lists, leading to improved patient safety and outcomes.
VACCINATION CONVERSATIONS
Engage your patients and staff in a talk about vaccines they need
It’s vaccine season again, and your patients need to hear about the lifesaving benefits of immunizations so they feel confident getting vaccinated. Your pharmacy is a trusted source to educate and help patients feel better about their decision to get vaccinated.
If you’re not sure how to engage patients in a conversation about vaccinations, here are some ways you can proactively interact with them:
Look for appropriate patients based on age, medical history, and/or comorbid conditions. Offer patient screening questionnaires to help see if they’re eligible and put educational materials in appropriate places for patients to see. Don’t be afraid to start a vaccination conversation with them. Instead, find opportunities to educate appropriate patients while they’re picking up prescriptions, dropping off, or while counseling.
If you have patients who believe myths they’ve heard or have questions about vaccinations, be ready to address with confidence.
Quality, Reliability, and Value in Every Package, for Every Dose
When it comes to your patients, every dose matters. Making sure you have the right product is critical to your success, and making sure you have the right package is equally critical to ours. When packaging matters, choose Berry.
Contact us to learn more, request samples, and order your Friendly & Safe® and PERFECTPak™ vials, liquid medication bottles, jars, and other packaging products. Also, ask us about our complimentary custom imprinting on vial closures.
While it may feel uncomfortable initiating a conversation with your patients on vaccinations, remember that you’re there to educate them on the benefi ts that will keep them healthy. First, check and communicate patients’ coverage status for different vaccines. Be sure your patients understand their personal risks with the potential seriousness of diseases, and communicate the potential benefi ts of vaccination, as well. Hand out educational materials for support, such as Patient Product Information (PPI), Vaccine Information Statements (VISs), adult vaccine schedules, and other resources you may have.
“I understand your worries about vaccine side effects, and it’s normal. Would you like more information to help ease your concerns?”
• It’s completely okay to have a do-over.
“I respect your decision, however, let’s talk about it again at your next appointment. If you have any other questions, I’m happy to answer.”
• Off er advice from your own experience.
“I know your concern. However, after I got vaccinated, I made sure all my family members were vaccinated as well, and we had no side effects.”
Other ways you can help patients get their flu vaccine include offering multiple options for vaccination, such as walk-in appointments, online scheduling, or curbside service. These will accommodate various patient needs. You might even host on site at your pharmacy and at off-site clinics, such as community centers and local businesses and schools. Online appointment scheduling on your website can also streamline the process.
VACCINE RECOMMENDATIONS FOR STAFF
Be sure that healthcare staff are not only asking every eligible employee if they’re up to date with their vaccines, but that they’re also sharing an important benefi t of vaccination. Before employees can get their shots, it’s
required to provide them with a VIS (Vaccine Information Statement). Answer their questions and calm their concerns completely before vaccination.
What should you do if employees are hesitant or not able to get the vaccine at that moment? Send them home with patient-friendly resources and the VIS. Give them contact information for them to ask questions. Offer to schedule an appointment that fi ts their schedule.
Your pharmacy has an important role in flu vaccination. By educating your customers in various ways and implementing a comprehensive strategy that combines convenience, education, effective marketing, and your own personal touch, can successfully increase flu shot rates among both employees and your customers.
YOUR PHARMACY LIGHTING
Enhance functionality and improve customer experience
W hen you own an independent pharmacy, it’s important to create a comfortable environment for both your employees and patients. Lighting design plays a crucial role in shaping your patients’ experience, influencing everything from mood and navigation to safety and brand perception.
Having a cozy and healthy lighting design in your pharmacy invites comfort and helps your patients feel safe. It can also lower their stress and anxiety levels, especially if they’re not feeling well or have pain.
The right lighting will enhance the ambiance of the space it’s in and highlight products on your shelves. You can find endless lighting ideas for your pharmacy that can make the surroundings inviting. Here are some creative lighting ideas to inspire your next pharmacy makeover:
PHARMACY COUNTERS AND RECEPTION AREAS
As you know, these are the most visited places in your pharmacy. Therefore, it’s crucial to create a welcoming environment in and around the pharmacy counters and the reception areas. These are not only for your staff’s accuracy, but also for your customers’ comfort. Recommended fixture types include:
• Pendant or suspended lights. These provide direct, downward illumination over counters, add visual interest, and reinforce wayfinding.
• LED task lighting. Try undercounter strips or adjustable track heads and aim for 750 to 1,000 lux on work surfaces to support prescription filling.
• Accent and backlighting. Putting some low-profile LED uplights or backlit panels behind the reception desk can highlight branding, add depth, and soften the overall area. It also gives a professional yet friendly vibe.
WAITING AREAS
This important area in your pharmacy is often overlooked. To make it more comfortable and inviting, it needs warm, ambient lighting. To provide soft, indirect lighting, consider using floor lamps or wall sconces. This creates an atmosphere of calm and can reduce customer anxiety as they wait for their prescriptions.
Do you prefer a modern look for your waiting area? Use recessed lighting in ceilings. This gives it a clean, modern look and a positive experience for your customers.
PRODUCT DISPLAYS
Lighting can make or break a display when it comes to showcasing products in your pharmacy. There are various types of medicines, so the display location for each category is very important. Be sure to classify products properly and use main lights and auxiliary lights to illuminate product features. Different types of medication can require different lighting conditions to preserve their quality and efficacy. Some may be sensitive to light and heat. In that case, they need to be stored in dark, cool places. The lighting design should consider the storage requirements of different medicines and avoid excessive or inappropriate lighting that can damage the medicines.
If you want to draw attention to a specific product display or promotional items, accent lighting is one of the most effective ways to draw attention. You can also highlight featured
products by positioning spotlights or track lighting directly above shelves. This makes them stand out and encourages customers to engage with the products displayed. For a more modern look, put LED strips along the edges of display cases or shelves. They’ll provide a soft glow and add a fancy touch to your design that will catch customers’ eyes.
Don’t forget to guide customers to shop. With guidance lighting, you can boost the recognition and brand image of the pharmacy. Guidance lighting will also help customers find the medications they need quickly, thus reducing frustration that can be caused by disheveled shelves.
COMFY CUSTOMERS
How visually comfortable is your pharmacy environment? If you aren’t paying attention to the comfort of your customers, then you probably aren’t fully providing quality services. Think of it this way: If the lighting in your pharmacy glares and casts shadows, or if the drug descriptions aren’t clear and shelf layouts aren’t up to par, your customers will not be impressed with their visual experience.
Believe it or not, visual comfort affects your customers’ moods and how they perceive your pharmacy. You don’t want your lighting to be too dim or too bright because it can make your customers feel depressed or irritated. Lighting that’s too harsh or uneven can even cause eye fatigue or a headache. This can affect whether they can read the drug labels. When this happens, they may turn right around and leave your pharmacy without making a purchase.
LIGHT IT UP
If you want shoppers to feel comfortable, be sure your lighting design balances the brightness, contrast, and lighting color. Ceiling lamps, chandeliers, spotlights, and/or downlights are common in pharmacies like yours, and each type has its own specialty.
• Chandeliers. They provide great focal lighting, and they highlight certain medications or areas in your pharmacy.
• Ceiling lamps. These are suitable for basic lighting and provide uniform illumination. However, it’s important to choose a high-quality lamp that will give soft, comfortable light with longer service life. Be sure the shape and style match the overall décor and theme of your pharmacy, and that the size and number of lamps are appropriate for your pharmacy’s space and layout. Check that the installation and wiring of the lamps are safe and neat and look for potential hazards or obstacles.
• Downlights and spotlights. Both are good for local lighting and highlight the features of medications.
Get to know the impact of color temperature on customer psychology. For instance, warm-colored lights can create cozy, friendly spaces where customers feel warm and cared for. Cool-colored lighting, on the other hand, gives a more professional impression. The color temperature of the lighting should be suitable for the type and function of the medications. Warm-colored lighting can be used for vitamins and supplements to promote energy. Cool-colored lighting can be used for medications for colds, flu, and/or antibiotics, to show a sense of cleanliness.
ENERGY-SAVING THOUGHTS
When choosing lighting fi xtures in your pharmacy, consider safety, energy usage, and environmental protection. Reduce energy consumption by selecting safe and energy-saving lamps. These can also reduce energy consumption and conform to the concept of green environmental protection. For example, LED lamps have higher energy efficiency and will bring higher cost performance to your pharmacy. They have long service life, generate low heat, high color rendering, and a wide range of colors. They also provide more flexibility and options for pharmacies.
ARRANGEMENT OF LIGHTING FIXTURES
When you begin the layout of lighting fi xtures, you need to consider both the lighting effect and the movement and
line of sight of customers. The appropriate lighting fi xtures need to be arranged in key locations, such as shelves, drug displays, and cashier counters so customers can see from every angle. When distributing the lighting fi xtures, think about symmetry and balance. Arrange them in a way so they can create a smooth and natural transition between different areas and levels of your pharmacy.
Integrating lighting within shelves is a great way to improve product visibility and make browsing easier for customers. LED strips work quite well when placed underneath each shelf. They provide direct illumination to the displayed products. This is great for when you have dimly lit areas or for products that need more visibility.
Last but not least, give spotlights a chance. They’re also helpful by creating focus and contrast. Their lighting alone can easily draw customers’ attention and create excitement.
Lighting has such a positive impact on your pharmacy’s atmosphere and overall mood. Once you choose the lighting style for your store, remember to incorporate some natural light as well. By updating your pharmacy’s lighting, you’re making your patients’ shopping experience easier than ever.
MEDICATION ABANDONMENT
How to calm your patients’ worries
When patients fail to pick up their prescriptions from your pharmacy, it can have a huge impact on your store. Prescriptions that are abandoned are a loss of revenue, resulting in wasted resources, not to mention the labor that is involved in filling a prescription that will only be returned to stock.
Medication abandonment and nonadherence are significant issues that can lead to hospitalizations, worsened health outcomes, and even death. These impacts are especially worrisome for those patients with lower incomes.
In a 2023 KFF survey, 21% of adults reported not filling a prescription at all, while 31% reported not taking their medications “as prescribed” due to the cost. Instead, they said they cut pills in half, skipped doses, or took over-thecounter drugs instead.
The question now is why do patients abandon their prescriptions? In order to battle non-adherence and abandonment of prescriptions, you need to understand what might be keeping them from taking their medications and/or picking up their prescriptions.
Here are some factors that may be swaying them to go cold turkey:
• Financial troubles. This is the most common reason a lot of people are struggling to afford the medicine they need.
• Bad side effects. No one wants to experience side effects that can be severe, uncomfortable, or are disruptive to their daily lives. Without help in managing side effects, they might just decide to stop treatment.
• Lack of knowledge. If patients don’t know what the purpose of the medication is, how to use it, and the potential risks of not adhering to their prescribed treatment, they might stop the treatment altogether.
• Difficult medication plans. When patients are prescribed a handful of medications or a dosing schedule that’s complicated, they might have a hard time managing their treatment plan. This can be confusing, leading to missed doses or abandonment.
• Limited access to health care. Patients who live in communities with very little access to pharmacies or healthcare providers often have a hard time getting their medications filled or getting follow-up care. This can lead to non-adherence.
• No transportation. If your patients don’t have reliable transportation, it makes it quite difficult for them to get
to their doctors’ appointments or to a pharmacy. As a result, they’ll miss medications or abandon their treatment plan.
• Anxiety struggles. Believe it or not, some patients will stop treatment because of their fears. Others stop their medications because they have doubts, or they worry about taking medication, side effects, or the treatment itself.
• False information. No matter who the information is from, incorrect or misleading information can make patients doubt the safety and necessity of their medications. This can result in non-adherence or complete abandonment.
• Expensive medications. Your patients with high out-ofpocket costs are more likely to abandon their prescriptions.
• Social determinants of health (SDoH). Factors such as living in medically underserved areas or lacking reliable transportation can create barriers to accessing medications.
The good news is there are ways for you to address your patients’ abandonment, and it all boils down to trust. Building trusting relationships with your patients encourages honest conversations about barriers and concerns.
As their pharmacist, you can help through personal connections. Recognizing your patients’ faces and giving them personalized attention will build trust. Your patients might be more open and comfortable talking with you about any concerns or side effects. Showing empathy as you’re counseling your patients will help them further understand how the medication works and what to expect. It’s also a good idea to follow up by calling or checking in on them so they know you genuinely care.
Other ways you can assist your patients with medication adherence include:
Help them manage their medication schedules to be easier by cutting down the doses and timing it better. If they have inhalers or injectors, show them how to use them properly. Teach them how to read labels and how to recognize when they miss a dose.
You can also improve patients’ access to your pharmacy, along with convenience to make it easier for them to access your services. For instance, you can line up their prescriptions to be refilled at the same time, so they only have one trip to get all that they need. Offer home delivery or curbside pickup for those who cannot drive or have other needs. And when the cost of drugs is a barrier, work with the prescribers or suppliers to find lower-cost alternatives.
Don’t forget automated reminders, such as texts, apps, or phone calls to give a little nudge to patients to remind them when doses are due or when it’s time for refills. Keep an eye on the AI tools that can flag adherence issues based on refill patterns or behavior changes. And think about smart packaging for your pharmacy if you don’t already have it. Pill bottles with timers or alarms can help your patients stay on track with their medications.
When you embrace such things as personalized care, the use of technology, and explore support programs that are out there for your patients, it shows that your pharmacy truly cares for your patients’ health.
When your patients enter your pharmacy, they don’t know what to expect as they step up to the counter. There is so much information about costs, availability, how long they’ll wait for it to be filled, and whether their prescription insurance coverage is the most affordable option.
You can improve patient adherence with the right strategies. Here are some of the ways you can reach out:
Give them prescription discount cards
You can recommend prescription discount cards as an alternative that provides lower prices. By offering a discount card, your patients can often save significantly on their medications. This can reduce the financial strain of insurance costs.
Look into patient assistance programs (PAPs)
These offer relief to patients who are eligible and struggling with medication costs, especially those who are uninsured or underinsured. These programs ease financial strain and help fill in critical gaps in care.
Introduce them to manufacturer coupons
These coupons provide direct discounts on specific, brand-name medications at the pharmacy counter. They make expensive brand-name medications affordable and reduce the likelihood of abandonment.
Work with community health centers
These improve patients’ access to affordable medications, medication counseling, adherence support, and direct dispensing services. They address not only medication needs but also broader health and social determinants. Working with or alongside these centers, you can extend your reach to populations that are vulnerable, ensuring patients receive the affordable care options they need.
SWIPING SMARTLY
Finding the right credit card processor for your pharmacy
Payment processing in your pharmacy must be fast, reliable, and secure. Whether your pharmacy is filling 75 prescriptions a day or 750, one thing is guaranteed: your patients will expect to pay with a credit or debit card. Sure, a few cents per transaction may not seem like a lot for your pharmacy, but the wrong credit card processor could be silently draining thousands from your bottom line every year.
Behind the counter, you’ve got transaction fees, hardware costs, customer service, integration with your pharmacy management system, and how often you get paid. Your patients may not notice, or even care, which credit card processor you use. But your bottom line definitely will.
If you don’t hone this part of your business, it could mean:
• Higher processing fees
• Hidden charges
• Limited support if something breaks down
• Frustrated customers if payment terminals are slow or go offline
If you’ve never reviewed your processor, or if you signed up years ago and haven’t looked back, this is a great time to reassess. When you’re choosing a credit card processor for your pharmacy, there are several key factors that should be considered.
“Credit cards are more prevalent now than they ever have been in the past. People don’t carry cash because they don’t like carrying it. It’s going by the wayside,” Keith Dougan, ETA CPP, at Q Solutions, LLC said. “With a pharmacy that has
an IIAS-certified point-of-sale system that’s registered and certified with SIG-IS, you’re able to accept all the different forms of payment. This includes FSA cards, HSA cards, and health spending cards.”
Without an IIAS-certified POS system, you’re limited to the types of cards you can accept for certain transactions. You can still accept certain cards by becoming 90 percent-Rule Certified with SIG-IS.
“It’s where a pharmacy doesn’t have a point of sale that could track the information that is sent to the Drug Enforcement Administration (DEA) for controlled substances and things of that nature,” Dougan said. “With a 90-percent rule, it’s an attestation that the pharmacist or owner must take and say, ‘Yes. 90 percent of the drugs I sell are prescription drugs.’ However, you’re limited to certain types of cards that you can take. But because of the 90-percent rule, some insurance companies won’t accept the information as they would from a point-of-sale system.
"A point-of-sale system for a pharmacy is a must. It really is for the pharmacists’ day-to-day operations of the business if they want to supply their customers with prescription drugs of this nature. It streamlines the process,” Dougan said. “It’s very important that the pharmacy knows the SIG-IS process, which is getting SIG-IS certified, and knowing the requirements for SIG-IS.”
Square came out in the very beginning as a little mobile reader. Since then, they’ve progressed into point-ofsale systems and mobile payments, and have grown exponentially since their inception.
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“If you are with Square, you’re stuck with them and their fees. Stripe is the same way. They’re all coming out with their own unique point-of-sale systems,” Dougan said. “Clover is the same way. If you buy a Clover system, whomever you bought it from, you’re locked into processing with them. You can never get mad at them and say, ‘I’m going to use my point-ofsale and go to somebody else.’”
To choose the right POS system for your pharmacy, you need to consider factors such as your business scale, employee management needs, and required integrations. It’s a good idea to prioritize features like prescription processing, inventory management, compliance with regulations (like HIPAA), and reporting capabilities. And, be sure the system will integrate with the pharmacy software your pharmacy uses.
It’s true that some processors will try to entice you with seemingly low rates, only to hit you with hidden charges. So, here is what to watch out for:
• Long-term contracts with auto-renewals
• Early termination fees (ETFs)
• PCI compliance fees (charged yearly or monthly)
• Statement fees or batch fees
• Non-qualified rate surcharges
• Equipment leasing (long-term leases cost far more than buying hardware outright)
HOW TO ASSESS YOUR PHARMACY’S PAYMENT REQUIREMENTS
• Integration with your existing pharmacy management system
• Value-added services: gift cards, loyalty programs, and fraud protection
Remember, too, that your pharmacy also has specific legal and data security requirements, such as:
The right merchant service partner will integrate payments, safeguard compliance, and enhance the customer experience without sudden surprises. Before you compare providers, map out exactly what your pharmacy needs, such as:
• Support for digital wallets, QR codes, ACH, and prepaid cards
• HIPAA Compliance: Protects patient health information (PHI)
• PCI-DSS Compliance: Ensures secure handling of credit card data
• DEA Compliance (for controlled substances): Applies to e-prescriptions and some payment tracking
It’s important that you ask for proof of compliance certifications before signing up. Once this is done, you’ll need to choose a credit card processor, merchant services, and credit card terminals.
SELECTING THE BEST PHARMACY CREDIT CARD PROCESSOR
A credit card processor is the mediator that handles transactions between your pharmacy, the customer’s bank, and the card networks (Visa, Mastercard, etc.). It lets you know when funds have been transferred securely and deposited into your merchant account.
Consider these key factors below when selecting a credit card processor for your pharmacy.
Ensure Industry Compliance
The credit card processor should be compliant with the regulations set forth by the Payment Card Industry Data Security Standards (PCI DSS). Offering seamless, secure payment options isn’t just a convenience; it’s a necessity. No matter if you’re processing prescriptions, supplements, or OTC products, the right credit card processor can streamline operations, reduce costs, and enhance patient trust.
Pharmacy Management Software Integration
It’s important to choose a credit card processor that merges with your pharmacy management software. That way, payment processing will be smooth and continuous, ensuring accurate transaction records.
Good Customer Support and Account Management
Select a credit card processor that offers customer support 24/7. That way, you can get help if and when issues arise with payment processing. Dedicated account managers who understand pharmacy regulations and can advocate on your behalf.
Transaction Fees
These fees can significantly vary between credit card processors. So, be sure to choose a processor that offers competitive rates and doesn’t have hidden fees.
Chargeback Management
Because you run a pharmacy, there’s a higher chance of chargebacks due to the sensitive nature of the products sold. Therefore, it’s important to select a processor that has a chargeback handling process that’s clear and efficient.
Mobile Payments
More and more customers will be using mobile payment methods such as Google Wallet ® and Apple Pay ®, so it’s important that you have a credit card processor that can process these payments.
Fraud Detection and Prevention
You don’t want fraudulent transactions, chargebacks, or any other risks in your pharmacy, so protect your pharmacy by selecting a processor that offers fraud detection and prevention services.
EMV (Europay, Mastercard®, and Visa®) Compliant
EMV compliance means the processor can process chipenabled cards. These are more secure and less susceptible to fraud than the traditional magnetic stripe cards.
THE TOP PICKS FOR MERCHANT SERVICES:
Choosing merchant services for your pharmacy will require careful consideration of several factors to ensure seamless and secure payment processing, such as transaction fees, fraud detection and prevention, customer support, and the ability to handle chargebacks.
Q Solutions, LLC
Q Solutions offers secure and cost-effective payment processing solutions. They offer a wide range of PCI-compliant services, including debit and credit card processing, electronic checks, online and mobile payments, and more. The solutions are designed to help businesses grow through features like gift and loyalty card programs, virtual terminals, and contactless payment options—all while reducing operational costs.
Helcim
This company is known for its transparent interchange-plus pricing and automated volume discounts. According to Fit Small Business, this makes it a potentially cost-effective option. Helcim is HIPAA compliant and offers free invoicing and billing services.
Square
The Square is an all-in-one versatile POS system that has built-in payment processing. It’s fully HIPAA compliant and can be set up to accept HSA and FSA debit cards. It offers a free website builder and virtual terminal. The downside is that it uses a flat-rate pricing model that may be pricier for high-volume transactions.
Chase Payment Solutions
Chase Payment Solutions is a direct processor and bank that offers merchant accounts with flat-rate or interchangeplus pricing. It also provides specialized medical office management software and integrates with InstaMed for online patient payments. It also offers HIPAA-compliant processing along with a service package that includes patient billing management and scheduling features.
PaymentCloud
According to Merchant Maverick, PaymentCloud is recommended for high-risk healthcare practices, such as telemedicine, due to its high merchant approval rate and emphasis on fraud prevention. It offers a dedicated account manager and can tailor custom solutions to integrate with various EHR, EMR, or PMS platforms.
Dharma Merchant Services
Dharma caters to healthcare merchants with HIPAAcompliant payment processing and offers interchange-plus
pricing exclusively. It’s best for practices processing more than $10,000 per month. According to iFax, it uses Secure Sockets Layer (SSL) 128-bit encryption for secure payments.
Stax
Stax is suitable for large-volume healthcare businesses with transparent interchange-plus pricing. It integrates with various HER and EMR systems and is PCI-DSS compliant.
TYPES OF POS CREDIT CARD TERMINALS
Like any other retail business, your pharmacy utilizes various types of point-of-sale (POS) credit card terminals to process payments. Each terminal can be categorized by its features, integration levels, and how it handles transactions. Here are some of the common types of POS credit card terminals used in pharmacies like yours:
Countertop terminals
These are traditional, stationary terminals typically placed at the checkout counter. They’re known for their reliability and robustness, often offering a range of features like integrated PIN pads, receipt printers, and connectivity options (dial, IP, Wi-Fi). Examples include Verifone MX915 and PAX S80.
Mobile POS (mPOS) terminals
These are portable devices that allow your pharmacy to accept payments anywhere in the store or even during deliveries. Oftentimes, they connect wirelessly to a smartphone or tablet, thus transforming it into a payment terminal. The benefits of mobile POS terminals include increased flexibility, improved customer experience, and reduced checkout lines. Plus, mobile readers can offer a faster checkout and enhanced security through features like NFC technology.
Portable/wireless terminals
These devices connect to the internet via Wi-Fi and operate on rechargeable batteries. This allows businesses to take payments anywhere on-site. These are great for tableside payments. The Clover Flex is a popular example.
Integrated POS systems
With combined hardware and software components, these systems connect POS functions with other business systems like inventory, accounting, and customer relationship management (CRM). They streamline operations, reduce manual entry, and provide real-time data flow. Integrated POS systems offer a wide range of features, including advanced inventory management, detailed analytics, and tailored loyalty programs. Examples include PioneerRx and PrimeRx.
EMV chip card readers
An EMV reader is a card terminal that uses Europay, MasterCard, and Visa (EMV) technology to process transactions using a small microchip embedded in them along with a pin, chip and signature, contactless, and mobile payments. The chip card machines read the smart chip in an EMV payment card instead of the magnetic strip and use the data it stores to process the payment.
Contactless payment readers (NFC)
There are many POS terminals out there that also support contactless payments through Near Field Communication (NFC) technology. It allows customers to pay by tapping their cards or mobile devices near the reader. This feature speeds up the checkout process, especially for small purchases.
Virtual terminals
These are web-based applications that allow businesses to process electronic payments without a physical terminal. These are useful for processing card-not-present transactions, such as payments taken over the phone or through mail order. You need a merchant account and an internet connection in order to set up virtual terminals.
Keith I Dougan is an experienced entrepreneur and co-founder of Q Solutions, LLC, founded in 2009. With over 30 years of background in sales, management, and operations, he has gained valuable insight into the payment systems industry. If you have questions or would like to contact Keith:
Q Solutions, LLC (877) 609-6377 info@gowithq.com
CONTINUOUS GLUCOSE MONITORING (CGM)
An important tool for your diabetic patients
In the past decade, continuous glucose monitoring (CGM) has become an important tool to gain insight into the glycemic patterns and trends of patients. The benefits of CGM have been rooted in many studies of patients with either type 1 or type 2 diabetes. They include improvement in A1C, reduction of hypoglycemic events, reduction of glycemic variability, and improvement in diabetes-related distress.
“It took a lot of time and a lot of studies that showed causation, but now according to the American Diabetes Association (ADA) in 2025, CGM is standard of care for all people with type 1 diabetes,” said Keri Leone, PhD(c), MS, RD, CDCES, Sr. Director, Global Medical Affairs, Dexcom, Inc. “That includes pediatrics, adults, and seniors. We have studies that are causal, showing improvement and outcomes for all those ages.”
There are two categories of CGM devices, personal-use and professional-use. Patients can buy their own personal-use CGM devices if they have type 1 diabetes, uncontrolled type 2 diabetes on intensive insulin regimen, or erratic hypoglycemia episodes.
Major diabetes guidelines now support CGMs alongside A1C and fingerstick monitoring. In fact, the American Diabetes Association recommends real-time or intermittently scanned CGMs for nearly all adults with type 1 diabetes, type 2 on multiple daily injections, and pregnant women with diabetes.
If you want to get the most out of a CGM system, serious patient education is needed. Therefore, you need to buckle up and be prepared to guide patients in making decisions about CGM devices and how to use information they provide.
“This year, ADA had much stronger evidence that CGM is standard of care for all insulin-taking patients. So, whether you have type 1 diabetes or type 2 diabetes and are on insulin, CGM should be that standard of care. That includes type 2s on intensive insulin therapy, type 2s that are on an insulin pump, and/or type 2s that are on basal therapy only,” Leone said.
Before you jump into CGM in your pharmacy, learn the technology thoroughly. It’s important that patients know how CGM works. They’ll need to know what the customizable ranges are, even if their phone is compatible with their device. For example, if you go to the app store, some patients may have a phone that the app won’t work on. You need to know how to troubleshoot any and all technology issues. If the CGM gives you an error, you need to know how to fix it. And if the CGM doesn’t work, you’ll need to reach the manufacturer to send you another one.
Your patients need to understand the measurements taken with CGM systems and measurements taken with blood glucose meters (BGM). You can explain that CGMs measure glucose in the fluid-surrounding cells, while BGMs measure glucose directly from the blood. This means CGM readings can lag slightly behind BGM readings. CGMs provide trends and patterns, while BGMs offer a snapshot in time.
Ready to step in to close the gaps? Here are some tips:
• Fit sensors on patients for 7-14 days, download data, and generate reports to guide medication or lifestyle changes.
• Stock personal CGMs (prescriptions or OTC models) in your pharmacy. Teach patients how to insert sensors, pair transmitters, and interpret alerts.
• Some states empower pharmacists to adjust insulin or non-insulin therapy based on CGM data under collaborative protocols with physicians.
When you integrate CGM services with medication reviews, immunizations, and point-of-care testing, you can offer an all-inclusive diabetes care package.
Once upon a time, CGMs carried the label “for people on insulin.” However, consumer demand and emerging data have prompted interest in using sensors for prediabetes or even general metabolic wellness. In mid-2024, Dexcom Stelo became the first over-the-counter CGM that was available to adults without a prescription.
Today, there are three devices available for professional CGM: the Abbot FreeStyle Libre Pro, the Dexcom G6 Pro, and the Medtronic iPro2. Each one varies in terms of how long a patient can wear the sensor before it needs to be replaced because of sensor wear, their ability to see the actual glucose number in real time, the ability to set alerts for high or low blood sugar, and the cost. But should someone with prediabetes or who is just curious about how diet and exercise affect glucose levels wear a CGM?
“I call that health and wellness when someone just really wants to wear a sensor and understand how foods affect their glucose, whether they have diabetes or not. It’s a significant trend that a lot of people are doing now with health coaches and their Apple wearables, Oura Ring, and Fitbit biometrics,” Leone said. “You can actually wear an Oura Ring that monitors your sleep and wear a CGM so you can see the data on those nights that you slept.”
Real-time feedback can highlight spikes from particular meals, guide portion control, and reinforce health habits. Limited pilot studies suggest that short-term CGM use may prompt meaningful behavior change in individuals at risk. What’s more, large-scale trials on long-term outcomes in prediabetes are sparse. Without clear guidelines, reimbursement for CGMs in prediabetes is nonexistent. This places the cost on patients.
However, pharmacies like yours can offer targeted two-week CGM trials paired with structured coaching. This can help your patients understand personal glucose patterns without overpromising clinical outcomes.
While student pharmacists are learning how to use CGM systems in pharmacy school, pharmacists who have been in practice for a long time should consider proactively signing up for training for newer systems. The non-prescription CGM systems include patient education in their accompanying apps. So, if a patient notices their glucose is spiking, they can read an article in the app about how carbohydrates or stress can cause glucose to rise. The benefi t? Behavior change. Despite the challenges you face in providing CGM services, the effort is definitely worth it in the end.
GROWING YOUR PHARMACY IN ‘25
How to thrive through the turbulence
As an independent pharmacist, you know the industry isn’t for the faint of heart with costs skyrocketing, tighter margins, growing workloads, drug shortages, staffing issues, and the changing expectations from patients. But turbulence doesn’t have to mean decline. With the right mindset and strategic moves, you can weather this environment and grow.
HARNESS YOUR LOCAL STRENGTHS
Your competitors can match prices and run national ads, but they can’t match your community connection. In 2025, consumers increasingly seek care providers they trust and who understand their specific needs. Your pharmacy’s agility and personal touch can be its strongest competitive edge.
• Build relationships, not just transactions. Learn your patients’ stories, follow up on new prescriptions, and make your pharmacy feel like a second home.
• Work together with local healthcare providers. Get to know local physicians, nurse practitioners, and dentists. Even local gyms can be valuable referral sources once they see your pharmacy as a proactive partner in patient care.
EXPAND YOUR REVENUE STREAMS
It’s risky to depend solely on prescription margins. Diversification can help stabilize cash flow while increasing your relevance in your community.
• Clinical services. Point-of-care testing, medication therapy management, smoking cessation programs, and vaccinations are still in demand. And with telehealth regulations still evolving in 2025, explore remote monitoring and virtual consultations.
• Front-end retail with a purpose. Stock items that reflect your community’s needs, such as mobility aids for aging populations, wellness supplements, or niche skincare for local climate conditions.
• Compounding services. Custom formulations can attract loyal patients and higher margins, especially in the areas underserved by specialized pharmacies.
INVEST IN YOUR TEAM
When the labor market is tight, keeping skilled staff members is just as important as attracting patients. In fact, pharmacies who treat their teams as strategic assets instead of cost centers are faring better.
• Offer training and career development. When your employees see a future in your business, turnover drops.
• Empower staff to make small but meaningful patient care decisions. This will improve efficiency and will also boost morale in your pharmacy.
• Identify any and all contributions. No matter how small a gesture is, give it recognition, such as work anniversaries, employee achievements, and so on. This will strengthen loyalty.
GET SERIOUS ABOUT TECHNOLOGY
• Upgrade your pharmacy management system. By doing so, you’ll have better workflow, inventory control, and datadriven decision making.
• Embrace digital patient engagement. Refill reminders, twoway texting, and secure messaging can reduce no-shows, improve adherence, and keep patients tied to your pharmacy.
• Analyze your data. Be sure you understand prescription trends, seasonal demand, and patient demographics. These allow you to target your store’s marketing and optimize stock.
CONTROL WHAT YOU CAN
You can’t control everything, such as DIR fees, insurance mandates, and global supply chain issues. But you can manage how your business responds.
• Track and optimize your costs. Review vendor pricing regularly, renegotiate contracts, and avoid over-ordering slow-moving stock.
• Stay compliant. Maintain airtight records and keep staff up to date on laws. Regulatory missteps can be costly in fines, and your reputation could be damaged.
• Create cash flow buffers. Set aside reserves for unexpected expenses or when seasonal slowdowns occur.
MARKET LIKE IT’S 2025
You can’t rely on word-of-mouth alone. Today’s competitive environment requires more visibility.
• Be smart on social media. Use short videos, patient education posts, and staff spotlights to humanize your brand.
• Don’t be afraid to host events. Set up free screening days, wellness fairs, or seasonal vaccination clinics. These types of events not only help the community but also bring people through your doors.
• Tell your story. Why do you do what you do? Patients want to know, so share your commitment to the neighborhood, your values, and the people behind the counter.
KEEP A GROWTH MINDSET
Economic uncertainty may cause you to freeze, cutting back on all investments. While caution is essential, complete stagnation can leave you vulnerable. The pharmacies that are thriving in 2025 are those that keep exploring new opportunities, are open to change, and adapt quickly.
• Don’t be afraid to experiment. Test a new product category or launch a new service.
• Keep an eye on your metrics. Let data confirm which changes stick.
• Meet with other independent pharmacists. Share insights with each other so you can learn quicker.
Trying to thrive in 2025’s turbulent pharmacy market isn’t about waiting for calmer waters. It’s about learning to navigate the waves with skill and confidence. Double down on your community relationships, expand your income, empower your team, leverage technology, and keep your business smart. Then, watch your pharmacy grow.
Turbulence isn’t just a sign of risk. It’s a sign you’re moving forward toward a stronger, more resilient future.
DATA PRIVACY
Safeguarding your pharmacy’s trust
Protecting patient information isn’t just a legal requirement— it’s a cornerstone of trust between your pharmacy and the community you serve. In today’s world, data breaches are in the headlines nearly daily, and patients expect their sensitive health records and payment details to remain confidential. While it seems there’s nothing one can do to stop a cyberattack, you can embed privacy safeguards into every aspect of your operation. By doing so, you are preserving your reputation, avoiding costly fines, and contributing to better health outcomes through secure communication and record keeping.
The internet carries a lot of personal information already, as does everyone who has a cell phone, tablet, laptops, or any other device with Wi-Fi or an internet provider. As you know, you’re handling a wealth of private information every day. And with increased convenience and connectivity comes heightened risk. Data breaches, ransomware attacks, and violations of privacy cannot only jeopardize patient trust, but also lead to serious consequences, both financially and legally.
So, how can your independent pharmacy stay safe and compliant in the evolving data security landscape?
As an independent pharmacist, you must navigate a complex web of federal and state regulations governing protected health information (PHI) and payment data. Two of the most critical frameworks include:
• The Health Insurance Portability and Accountability Act (HIPAA)
• Payment Card Industry Data Security Standard (PCI DSS)
These rules set minimal security requirements, mandate breach notification procedures, and establish penalties for noncompliance. Be sure you review your state’s pharmacy board regulations. These often include additional privacy provisions that are tailored to the dispensing of drugs and patient counseling.
As a pharmacy owner, you need to prioritize security no matter what the size of your operation. Pharmacy security systems are great for deterring and preventing break-ins and robberies. However, with all of the valuable assets in your store—including important data—keeping hackers at bay is vital. Here are some tips on how to secure your pharmacy from cyberthreats of all kinds.
SECURE YOUR DIGITAL SYSTEMS
Protect your network
• Implement a next-generation firewall to segment your internal network from guest Wi-Fi and public internet traffic.
• Require unique, complex passwords and two-factor authentication for all of your administrative accounts.
Encrypt your data
• Be sure that PHI is encrypted both while “at rest” on servers and “in transit” across your network or to cloud services.
• Use industry-standard encryption protocols such as AES256 for stored data and TLS 1.2+ for communications.
Update your software management
• Keep your pharmacy management system, operating system, and antivirus software up to date with automated patching.
• Perform routine vulnerability scans and penetration tests to uncover and address weak points.
Physical safety
It’s crucial to cover physical safeguards. Start by restricting server-room access by using keycards or biometric readers. Be sure to maintain a visitor log and lock all filing cabinets and shredders when not being used. This can prevent unauthorized stealing of prescription records.
Install surveillance cameras in critical areas like dispensing counters and storage rooms. This will give you peace of mind that recordings are secure. By taking charge of these measures, you’ll be able to deter theft and unauthorized viewing of patient charts or prescription labels.
THIRD-PARTY RISK AND VENDOR MANAGEMENT
Don’t count on your vendors to manage compliance for your customers. Here’s how you can manage third-party risks:
First, check out vendors for HIPAA and PCI DSS compliance, requesting evidence of certification or audit reports. Be sure to include data privacy and breach notification clauses in every service agreement, and conduct annual vendor risk assessments, adjusting contracts or terminating partnerships if standards slip.
If you want to guarantee your patients’ data remains protected, even when handled by external partners, you need a strong vendor management program. These programs focus on perfecting relationships with key suppliers like pharmaceutical wholesalers, software providers, and other essential service providers. Their goal is to improve efficiency, reduce costs, and enhance patient care by promising reliable access to medications, streamlining operations, and perfecting technology.
BREACH MANAGEMENT AND INCIDENT RESPONSE
First of all, no system is incapable of being affected. If a breach were to occur, quick, coordinated action can minimize the damage. Here’s how:
• Detect and triage. When an incident happens, it’s best to monitor audit logs, intrusion detection alerts, and user reports. Also, classify incidents by severity and scope.
• Contain and eradicate. Isolate affected systems, revoke compromised credentials, and remove malicious code. Be sure to restore from clean backups if needed.
• Notify and remediate. Contact the affected patients and regulators within mandated timelines, and conduct an analysis on the root cause to prevent recurrence.
Maintaining strong data privacy is an ongoing project. It’s a commitment that is a part of your pharmacy’s culture, technology, and partnerships. So, when you understand such things as regulatory requirements, enforcing technical safeguards, and preparing for the unexpected, you’ll be protecting your most valuable asset: your patients’ trust.
YOUR CHECKLIST OF BEST PRACTICES
Conduct yearly risk assessments and update privacy policies.
Encrypt all PHI and payment data at rest and in transit.
Enforce strong authentication and limit user privileges.
Train staff quarterly on data privacy, social engineering, and safe disposal.
Maintain written agreements and compliance documentation for all vendors.
Regularly test incident response plans with simulated breach scenarios.
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